Report Stat Glossary
Many of the reports in Reporting > Reporting Suite > Report Viewer share the same column names — stats like Calls, Answered, or Persons appear across several reports. Most of these are calculated exactly the same way wherever you see them. A smaller number are intentionally calculated differently depending on which report you're looking at, because that report is measuring something slightly different (calls versus digital interactions, a single user versus a whole campaign, and so on).
Use this article to check which report a stat appears in, and where the calculation isn't identical everywhere and why. Enable the Report Details option when generating any report to see the exact calculation behind each of its columns.
Stats calculated differently depending on the report
These stats use the same name in more than one report, but the calculation genuinely changes depending on what that report is measuring. Check which report you're using before comparing figures for these between reports.
Calls
Reports built around an individual user or campaign (for example Performance Summary or Data Usage) count Calls as calls that have been handled by a user. List Performance by Day shows the total number of calls the system has made for the list(s) selected within the report.
| Report | Calculation |
|---|---|
| Data Usage Summary (Voice) | Total calls handled by users. |
| List Performance | Total calls handled by users. |
| List Performance by Day | Total number of calls the system has made. |
| Performance Summary (Voice) | Total calls handled by users. |
| Performance Summary by Hour (Voice) | Total calls handled by users. |
| Performance Summary by Week (Voice) | Total calls handled by users. |
| Data Usage (Voice) | Total calls handled by the user. |
| Performance (Voice) | Total calls handled by the user. |
| Result Code Summary | Total calls handled by users. |
Answered
This changes depending on what the report is measuring. Whole-queue inbound reports count every call in the queue that was answered by a user. Inbound User Performance counts only the calls answered by that one user. Omni Channel reports aren't measuring calls at all — they count digital interactions (webchat, email, SMS, and so on) assigned to an agent.
| Report | Calculation |
|---|---|
| Demand Summary (Inbound) | Number of calls answered by a user. |
| Inbound Summary | Number of calls answered by a user. |
| Intraday (Inbound) | Number of inbound calls routed to a user. |
| Inbound User Performance (Voice) | Total inbound calls taken. |
| Omni Channel By Interval | Number of interactions assigned to an agent. |
| Omni Channel Daily | Number of interactions assigned to an agent. |
Abandoned Below Threshold %
Inbound Summary and Intraday (Inbound) report on voice calls, so this is a percentage of Offered calls. Omni Channel By Interval and Omni Channel Daily report on digital interactions instead, so the same percentage is worked out against total interactions. Same idea, different channel.
| Report | Calculation |
|---|---|
| Inbound Summary | Abandoned below Threshold ÷ Offered calls. |
| Intraday (Inbound) | Abandoned below Threshold ÷ Offered calls. |
| Omni Channel By Interval | Total Abandoned below threshold ÷ Total interactions. |
| Omni Channel Daily | Total Abandoned below threshold ÷ Offered. |
Ready Time (Avg)
Ready Time and Wait Time are related but not identical. Ready Time is the time a user has spent in Ready status generally. Wait Time is specifically the Ready-status time spent before answering a call. Inbound User Performance covers inbound calls only, so it divides by Answered Calls. Performance Summary by Hour covers outbound calls too, so it divides by total Calls instead.
| Report | Calculation |
|---|---|
| Performance Summary by Hour (Voice) | Ready Time ÷ Calls. |
| Inbound User Performance (Voice) | Wait Time ÷ Answered Calls. |
Handle Time (Avg)
The calculation is always Talk Time + Hold Time + Wrap Time. Reports that cover inbound calls only divide this by Answered; reports that also cover outbound calls divide by Calls instead, since that's the figure that includes both directions.
| Report | Calculation |
|---|---|
| Demand Summary (Inbound) | (Talk Time + Wrap Time + Hold Time) ÷ Answered. |
| Intraday (Inbound) | Handle Time ÷ Answered calls. |
| Performance Summary by Hour (Voice) | (Talk Time + Hold Time + Wrap Time) ÷ Calls. |
| Result Code Summary | Average time spent handling a call. Calculated as: Talk Time + Hold Time + Wrap Time. |
Adverse %, Finals %, and No Answer/Busy %
Adverse %, Finals %, and No Answer/Busy % are worked out as a percentage of the calls available to that report. List Performance and List Performance by Day report at list/campaign level and use Campaign Calls as the base figure; other reports use Calls instead, since that's the equivalent figure available to them. Same calculation, using whichever base figure that report provides.
| Stat — Report | Calculation |
|---|---|
| Adverse % — List Performance | Adverse ÷ Campaign Calls. |
| Adverse % — List Performance by Day | Adverse ÷ Calls. |
| Finals % — List Performance | Finals ÷ Campaign Calls. |
| Finals % — Performance Summary (Voice) | Finals ÷ Calls. |
| No Answer/Busy % — List Performance | (No Answer + Busy) ÷ Campaign Calls. |
| No Answer/Busy % — List Performance by Day | (No Answer + Busy) ÷ Calls. |
Calls To Success
This calculation isn't the same in every report. List Performance divides Persons by successful calls; every other report divides Calls by Successes. Check which report you're looking at before comparing this figure between reports.
| Report | Calculation |
|---|---|
| List Performance | Number of Persons ÷ Successful number of calls. |
| List Performance by Day | Number of Calls ÷ Successes. |
| Performance Summary (Voice) | Number of Calls ÷ Successes. |
| Performance Summary by Hour (Voice) | Number of Calls ÷ Successes. |
| Performance Summary by Week (Voice) | Number of Calls ÷ Successes. |
Conversion Rate
This calculation isn't the same in every report. List Performance by Day divides Successes by (DMCs + Contacts); Performance Summary by Week divides Successes by DMCs alone. Check which report you're looking at before comparing this figure between reports.
| Report | Calculation |
|---|---|
| List Performance by Day | Successes ÷ (DMCs + Contacts). |
| Performance Summary by Week (Voice) | Successes ÷ DMCs. |
Same calculation, different name
Occasionally the reverse happens — the same calculation appears under two different stat names. Drops % (List Performance) and Drop Rate (Ofcom Drop Rate) use an identical formula and the same underlying figures.
| Report — stat name | Calculation |
|---|---|
| List Performance — Drops % | D ÷ (D + L) × 100, where L = Live Calls, Ag = Agent Answer Machines, and D = Drops − (Drops × (Ag ÷ (Ag + L))). |
| Ofcom Drop Rate — Drop Rate | D ÷ (D + L) × 100, where L = Live Calls, Ag = Agent Answer Machines, and D = Drops − (Drops × (Ag ÷ (Ag + L))). |
Full stat index (A–Z)
Every stat that appears in two or more reports, and which report(s) you'll find it in. Where the calculation differs by report, this points back to the section above.
| Stat | Reports it appears in | Calculation / description |
|---|---|---|
| Abandoned | Inbound Summary; Omni Channel By Interval; Omni Channel Daily | Number of calls/interactionsthat were abandoned in the queue. |
| Abandoned % | Inbound Summary; Intraday (Inbound); Omni Channel By Interval; Omni Channel Daily | Abandoned ÷ Offered calls. |
| Abandoned Below Threshold | Inbound Summary; Intraday (Inbound); Omni Channel By Interval; Omni Channel Daily | Number of calls/interactions that were abandoned below the queue's threshold time. |
| Abandoned Below Threshold % | Inbound Summary; Intraday (Inbound); Omni Channel By Interval; Omni Channel Daily | Inbound reports work this out against call volumes; Omni Channel reports work it out against digital interaction volumes. See “Stats calculated differently depending on the report” above. |
| Abandoned In SLA | Demand Summary (Inbound); Inbound Summary; Intraday (Inbound) | Offered calls abandoned within the queue's SLA time. |
| Abandoned In SLA % | Inbound Summary; Intraday (Inbound) | Abandoned in SLA ÷ Offered calls. |
| Active Break Time | Performance Summary (Voice); Break Summary by Campaign; Break Summary by Day; User Attendance | Break time logged in the system marked as Active. |
| Adverse | List Performance; List Performance by Day; Supplier Summary (Voice) | Calls with the outcome of Operator, No CPA, or Timeout. |
| Adverse % | List Performance; List Performance by Day | Same calculation; divides by Campaign Calls or Calls depending on which figure that report provides. See “Stats calculated differently depending on the report” above. |
| Agent Answer Machines | Data Usage Summary (Voice); List Performance; Data Usage (Voice); Ofcom Drop Rate; Result Code Summary | Number of answer machines passed through to users. |
| Answered | Demand Summary (Inbound); Inbound Summary; Intraday (Inbound); Inbound User Performance (Voice); Omni Channel By Interval; Omni Channel Daily | Meaning changes by report — whole-queue inbound calls, one user’s inbound calls, or digital interactions assigned to an agent. See “Stats calculated differently depending on the report” above. |
| Answered % | Inbound Summary; Intraday (Inbound) | Answered calls ÷ Offered calls. |
| Answered Below SLA | Inbound Summary; Intraday (Inbound) | Number of calls answered within SLA. |
| Answered Below SLA % | Inbound Summary; Intraday (Inbound) | Answered within SLA ÷ Offered calls. |
| Answered Calls To Success | Inbound Summary; Inbound User Performance (Voice) | Answered calls ÷ Successes. |
| Answered in SLA | Omni Channel By Interval; Omni Channel Daily | Number of interactions assigned to an agent within the channel SLA time. |
| Answered in SLA % | Omni Channel By Interval; Omni Channel Daily | Total Answered in SLA ÷ Offered. |
| Average Queue Time | Omni Channel By Interval; Omni Channel Daily | Total Queue Time ÷ Offered. |
| Avg | Customer Satisfaction by User; Customer Satisfaction By Queue | Sum of completed CSAT scores ÷ Number of submitted completed CSAT questions. |
| Break % | Break Summary by Campaign; Break Summary by Day | Total Break Time ÷ Total Logged In Time. |
| Break Time | Performance Summary (Voice); Queue Occupancy (Voice); Occupancy Summary by User; User Attendance; Occupancy Summary by Campaign | Total time spent in Break status. |
| Break Total | Break Detail; Break Summary by Campaign; Break Summary by Day | Total Break time logged in the system. |
| Burned | Data Usage Summary (Voice); Data Usage (Voice); Result Code Summary | Total number of burned leads. A burned call occurs when the call duration is below the expected handling time and the user dispositions the call with a Final result code. |
| Callback Successes | Performance Summary (Voice); Performance Summary by Week (Voice); Performance (Voice) | Number of private callbacks dialled that resulted in a success via the result code applied. |
| Callbacks Conversion | Performance Summary by Week (Voice); Performance (Voice) | Callback Successes ÷ Callbacks Dialled. |
| Callbacks Dialled | Data Usage Summary (Voice); Performance Summary (Voice); Performance Summary by Week (Voice); Data Usage (Voice); Performance (Voice); Result Code Summary | Number of private callbacks dialled. |
| Calls | Data Usage Summary (Voice); List Performance; List Performance by Day; Performance Summary (Voice); Performance Summary by Hour (Voice); Performance Summary by Week (Voice); Data Usage (Voice); Performance (Voice); Result Code Summary | Handled by a user in most reports; calls the system has dialled in List Performance by Day. See “Stats calculated differently depending on the report” above. |
| Calls To Success | List Performance; List Performance by Day; Performance Summary (Voice); Performance Summary by Hour (Voice); Performance Summary by Week (Voice) | Formula genuinely differs by report (Persons-based in List Performance, Calls-based elsewhere). See “Stats calculated differently depending on the report” above. |
| Campaign Calls | List Performance; Performance Summary by Hour (Voice); Performance Summary by Week (Voice) | Total calls — inbound and outbound. |
| Completed | Customer Satisfaction by User; Customer Satisfaction By Queue | Number of surveys where all questions have been responded to and the survey submitted. |
| Conferencing Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent conferencing another party into a call (e.g. Hot Key transfers). |
| Conversion Rate | List Performance by Day; Performance Summary by Week (Voice) | Formula genuinely differs by report (List Performance by Day includes Contacts in the denominator, Performance Summary by Week doesn’t). See “Stats calculated differently depending on the report” above. |
| Detractors | Customer Satisfaction by User; Customer Satisfaction By Queue | Number of NPS responses where the score was 0–6. |
| DMCs | List Performance; List Performance by Day; Performance Summary (Voice); Performance Summary by Hour (Voice); Performance Summary by Week (Voice); Performance (Voice) | Decision Maker Contacts, based on the result code. |
| Do Not Call | Data Usage (Voice); Supplier Summary (Voice) | Number of calls with the status of Do Not Call. |
| Drops | List Performance; Ofcom Drop Rate | Total number of drops. |
| Exceptions | Data Usage Summary (Voice); Performance Summary by Hour (Voice); Data Usage (Voice); Result Code Summary | Calls that are over the maximum handle time or below the minimum handle time as set on the result code. |
| Finals | Data Usage Summary (Voice); List Performance; Performance Summary (Voice); Performance Summary by Hour (Voice); Data Usage (Voice) | Number of calls that have made their associated leads ineligible for further dialling. |
| Finals % | List Performance; Performance Summary (Voice) | Same calculation; divides by Campaign Calls or Calls depending on which figure that report provides. See “Stats calculated differently depending on the report” above. |
| Finals Under 10 Secs | Data Usage Summary (Voice); Data Usage (Voice) | Total number of Final calls with less than 10 seconds of talk time. |
| Handle Time (Avg) | Demand Summary (Inbound); Intraday (Inbound); Performance Summary by Hour (Voice); Result Code Summary | Same formula (Talk Time + Hold Time + Wrap Time); divides by Answered in inbound-only reports, or Calls where outbound is included too. See “Stats calculated differently depending on the report” above. |
| Handle Time Per Day (Avg) | Performance Summary by Week (Voice); Performance (Voice) | Average Handle Time on calls for the day. |
| Hold Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Hold status. |
| Hold Time Per Day (Avg) | Performance Summary by Week (Voice); Performance (Voice) | Average Hold Time on calls for the day. |
| Inbound Calls | Performance Summary (Voice); Performance Summary by Week (Voice); Performance (Voice) | Number of inbound calls received. |
| Inbound Conversion Rate | Performance Summary by Week (Voice); Performance (Voice) | Inbound Successes ÷ Inbound Calls. |
| Inbound Successes | Performance Summary (Voice); Performance Summary by Week (Voice); Performance (Voice) | Number of inbound calls that resulted in a success. |
| Incomplete | Customer Satisfaction by User; Customer Satisfaction By Queue | Number of surveys where the customer has not responded to any questions, or has not submitted their responses. |
| Interacting Time | Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Interacting status (e.g. replying to an email, webchat, or SMS). |
| Live Calls | List Performance; Ofcom Drop Rate | Automated outbound calls where a live person was detected. |
| Log On Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Total time logged onto the system. |
| Man Hours | Demand Summary (Inbound); Performance Summary (Voice); Performance Summary by Hour (Voice); Queue Occupancy (Voice); Break Summary by Campaign; Break Summary by Day; Occupancy Summary by User; User Attendance; Occupancy Summary by Campaign | Total Man Hours for all users — time logged into the system, excluding Break status. |
| Man Hours inc Active Break | Performance Summary (Voice); Break Summary by Campaign; Break Summary by Day; User Attendance | Total Man Hours + Total Active Break Time. |
| Max Abandon Time | Inbound Summary; Intraday (Inbound) | The maximum time a call was in a queue before it was abandoned. |
| Messages Received | Omni Channel By Interval; Omni Channel Daily | Number of messages received by the agent from the customer. |
| Messages Sent | Omni Channel By Interval; Omni Channel Daily | Number of messages sent by the agent to the customer. |
| No Answer/Busy | List Performance; List Performance by Day | Total number of Busy and No Answer status calls. |
| No Answer/Busy % | List Performance; List Performance by Day | Same calculation; divides by Campaign Calls or Calls depending on which figure that report provides. See “Stats calculated differently depending on the report” above. |
| Not Interested | Data Usage Summary (Voice); List Performance; Performance Summary (Voice); Performance Summary by Hour (Voice); Data Usage (Voice) | Number of calls with the status of Not Interested. |
| Not Interested % | List Performance; Performance Summary (Voice) | Not Interested ÷ Calls. |
| Not Ready Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Not Ready status. |
| Offered | Demand Summary (Inbound); Inbound Summary; Intraday (Inbound); Customer Satisfaction by User; Customer Satisfaction By Queue; Omni Channel By Interval; Omni Channel Daily | Number of surveys that have been sent or presented to a customer. |
| Other Time | Occupancy Summary by User; Occupancy Summary by Campaign | Includes time spent in Nailup, Coaching, Monitoring, and Barging statuses. |
| Over Break | Break Summary by Campaign; Break Summary by Day | Break time logged in the system over the Break target. |
| Partial | Customer Satisfaction by User; Customer Satisfaction By Queue | Number of surveys where the customer did not respond to all questions but submitted the survey. |
| Passives | Customer Satisfaction by User; Customer Satisfaction By Queue | Number of NPS responses where the score was 7–8. |
| Persons | Data Usage Summary (Voice); List Performance; List Performance by Day; Performance Summary (Voice); Performance Summary by Hour (Voice); Performance Summary by Week (Voice); Data Usage (Voice); Performance (Voice); Supplier Summary (Voice) | Calls classified as a connect. |
| Persons Rate | List Performance by Day; Performance Summary (Voice); Supplier Summary (Voice) | Persons ÷ Total Calls. Also called Connect Rate elsewhere in the product. |
| Persons To Success | Data Usage Summary (Voice); List Performance; List Performance by Day; Performance Summary (Voice); Performance Summary by Hour (Voice); Performance Summary by Week (Voice) | Number of Persons ÷ Successes. |
| Preview Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Preview status. |
| Productive Hours | Performance Summary by Hour (Voice); User Attendance | Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time. |
| Productive Rate | Performance Summary (Voice); Performance Summary by Hour (Voice); Performance Summary by Week (Voice) | (Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time) ÷ Man Hours. |
| Productive Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time. |
| Promoters | Customer Satisfaction by User; Customer Satisfaction By Queue | Number of NPS responses where the score was 9–10. |
| Ready Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Ready status. |
| Ready Time (Avg) | Performance Summary by Hour (Voice); Inbound User Performance (Voice) | Calculated differently depending on the report — see “Stats calculated differently depending on the report” above. |
| Ringing Time | Queue Occupancy (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Ringing or Calling status (e.g. calling a manual dial or callback before connecting to a customer). |
| Score | Customer Satisfaction by User; Customer Satisfaction By Queue | ((Number of Promoters − Number of Detractors) ÷ Number of Responses) × 100. |
| SPH | Performance Summary (Voice); Performance Summary by Week (Voice) | Total Successes ÷ Man Hours. |
| Successes | Data Usage Summary (Voice); Inbound Summary; Intraday (Inbound); List Performance; List Performance by Day; Performance Summary by Hour (Voice); Performance Summary by Week (Voice); Data Usage (Voice); Inbound User Performance (Voice); Performance (Voice); Omni Channel By Interval; Result Code Summary | Number of successes recorded. |
| Talk Time | Performance Summary (Voice); Queue Occupancy (Voice); Inbound User Performance (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Talking status. |
| Talk Time (Avg) | Performance Summary by Hour (Voice); Result Code Summary | Talk Time ÷ Calls. |
| Talk Time Per Call (Avg) | Inbound Summary; Intraday (Inbound) | Average time spent talking per Answered call. |
| Talk Time Per Day (Avg) | Performance Summary by Week (Voice); Performance (Voice) | Average Talk Time on calls for the day. |
| Talk Time Per Day (Total) | Performance Summary by Week (Voice); Performance (Voice) | Total time spent in Talking status on calls, for the day. |
| Talk Time Per Person (Avg) | Performance Summary by Week (Voice); Performance (Voice) | Average Talk Time on calls classified as Persons. |
| Total Messages | Omni Channel By Interval; Omni Channel Daily | Total number of messages between agent and customer. |
| Total Successes | Performance Summary (Voice); Omni Channel Daily | Total number of successes, including multiple successes recorded against a single successful call. |
| Uptake Rate | Customer Satisfaction by User; Customer Satisfaction By Queue | Surveys Completed ÷ Surveys Offered. |
| Wrap Time | Queue Occupancy (Voice); Inbound User Performance (Voice); Occupancy Summary by User; Occupancy Summary by Campaign | Time spent in Interaction and Call Wrapping status. |
| Wrap Time (Avg) | Performance Summary by Hour (Voice); Result Code Summary | Wrap Time ÷ Calls. |
| Wrap Time Per Call (Avg) | Inbound Summary; Intraday (Inbound) | Wrap Time ÷ Answered calls. |
| Wrap Time Per Day (Avg) | Performance Summary by Week (Voice); Performance (Voice) | Average Wrap Time on calls for the day. |
| Wrap Time Per Person (Avg) | Performance Summary by Week (Voice); Performance (Voice) | Average Wrap Time on calls classified as Persons. |
| Wrong Numbers | Data Usage Summary (Voice); Performance Summary (Voice); Performance Summary by Hour (Voice); Data Usage (Voice) | Number of calls with the status of Wrong Number. |